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Bettering the Customer Experience . . .
Kick Off A Successful VoC Program - Listen To Your Own Voice!
Many agree that listening to the voice of the customer is becoming more critical, but sometimes it's not clear where to begin when launching a broader corporate initiative. Organizations that have successfully implemented a Voice of the Customer (VoC) program often started by looking to the Voice of the Employee (VoE) first. This move makes perfect sense, as it's difficult to achieve an excellent customer experience if your employees are unhappy. Let’s take this concept a step further. Before tapping into employee or customer feedback, you may want to jump-start your program by listening to your own internal voice. How often do we survey ourselves about our life and career path, evaluate our own personal “voice” to ensure that all is in check from an individual standpoint? Starting out a new year is a perfect time for a self check-up. After all, you are your most important customer! . . . read more >>
Zilliant Adds to B2B Selling With New SalesMax Offering
Zilliant unveiled its new SalesMax SaaS solution that gives sales forces visibility into previously hidden revenue growth and retention opportunities. This new hosted analytical service promises to transform how B2B companies target and pursue top-line growth by providing predictive guidance directly to a sales rep. Extensive in-market testing of SalesMax revealed opportunities worth 8-12% in additional revenue. . . . read more >>
Extraprise Accelerates ROI of Aprimo Marketing Studio
Extraprise, a provider of revenue optimization services for B2B and B2C enterprises, launched its new Corporate i2i Marketing Service for Aprimo Marketing Studio On Demand. Available immediately, the new Corporate i2i Marketing Service for Aprimo is a lead generation and nurturing service that includes a pre-built, Aprimo-connected marketing data mart that will support customer intelligence and multi-channel marketing campaigns. The Corporate i2i Marketing Service for Aprimo makes online and offline customer interaction and purchase history, across any marketing channel or source, immediately usable and actionable to increase campaign performance. . . . read more >>
Aspect and Nexidia Partner to Bring Expanded Speech Analytics
Aspect is partnering with Nexidia, a provider of audio search and speech analytics solutions, to integrate Nexidia’s speech analytics applications with Aspect’s unified interaction management and workforce optimization solution to enhance the quality of customer interactions. Nexidia Evaluate will be integrated with Aspect’s workforce optimization platform to enable ad-hoc searches of audio in large volumes. By gaining insight into holistic customer-agent dialogue, Aspect customers will now be better able to focus their efforts on the most relevant customer inquiries on specific issues or initiatives and easily identify and resolve problem areas. . . . read more >>
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